Service Desk Specialist

Position Summary

Our Service Desk Specialists are the first responders to student, faculty and staff IT requests. We understand the interconnectedness of all our IT systems and services, and we excel at helping our clients navigate them.

Reporting to the Service Desk Manager, you will provide technical support by phone, chat, and occasionally in-person. You will have your hands in many systems including Office 365, Canvas, SCCM, JAMF, Intune, and Banner. You will work with every team within IT Services. To be at home in this position, you will promote knowledge-sharing and question-asking with your peers. Your inquisitiveness will serve you well and we want to foster your professional growth and skills in areas that interest you. We're looking for a team member that values student success by advocating for our customers and through mentorship of our student employees. This is a hybrid position with requirements to be on-site 3 days a week.

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Technical Support

• Promote a service-oriented culture with forthcoming updates,advice, and technical resolutions in conversation and writing.
• Maintain a caseload of tickets within the IT Service Management tool.
• Perform diagnostics on devices and accounts used to access MSUDenver-supported services and make decisions following definedprocedures and industry best practices.
• Identify workarounds andassist with investigations of underlying problems.
• Troubleshoot network issues including wireless, VPN, and wiredconnections.
• Promote new services and informational resources available tothe MSU Denver community.

Collaboration

• Mentor and on-board student employees through structuredtrainings, one-on-one coaching, and skills evaluations.
• Stay connected with your peers on collaboration tools to shareupdates, monitor trends, celebrate success, and to ask and answerquestions.
• Become a resource for the Service Desk on 3-5 systemsadministered by other teams (i.e. Security, Networking, ApplicationServices) to increase everyone's understanding and to cultivaterelationships with other work units.
• Identify duplicate or outmoded work processes and suggestalternate approaches.
• Participate in division/university-wide projects as a technicalresource and to advocate for customer experience.
• Participate in opportunities for professional development.

Technical Writing

• Write and document technical solutions for publishing in theITS knowledge base.
• Conduct training to educate peers on processes and advancedtechnical solutions.
• Write comprehensive notifications to clients from the ticketingsystem.

Other Responsibilities as Assigned

• At the discretion of the Service Desk Manager, performadditional tasks and special projects as assigned.

Required Qualifications:

• Experience providing customer service in an information technology environment.
• Experience troubleshooting and supporting MS Windows 10 and MS Office
• Experience using and supporting Mac desktop OS (10.14+).

Important Note: Successful applicants will ensure their resumes clearly demonstrate that their work experience describes how they meetALLrequired qualifications.

Preferred Qualifications:

• Experience using an enterprise ticketing system
• Experience troubleshooting network connectivity issues including TCP/IP, routing, DHCP, and DNS
• Experience using and supporting a Learning Management System such as Blackboard, Canvas, D2L.
• Experience working in an information technology environment in a higher education setting.
• Experience developing and leading training.
• Bachelor's Degree from an accredited College or University

Salary for Announcement:

The anticipated hiring range for this position is $45,300 - $56.700.

The salary of the finalist(s) selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training.

The above salary range represents the University's good faith and reasonable estimate of the range of possible compensation at the time of posting.

For more information on MSU Denver's compensation structure, please visit https://www.msudenver.edu/hr/compensation/professionalexecutivestaff/compensationstructureandguidelines/

This position is paid monthly and is eligible for MSU Denver benefits

Work Hours / Type:

• Full-time, 40 hours per week
• Exempt
• Monday - Friday 8am - 5pm
• No Travel
• No Evening or Weekend Work
• This is a hybrid position with requirements to be on-site 3 days a week.

Instructions to Apply:

For full consideration, please submit the following documents:

• Resume
• Cover letter describing relevant job experiences as they relate to listed job qualifications and interest in the position

Internal applicants must apply through their MSU Denver Workday profile by searching 'Find Jobs'. Posting number - JR100673. Applications that do not contain all required documents may not receive full consideration.

Professional references and their contact information will be requested from the finalist/s. At least one reference provided must be a supervisor (either current or former).

Official transcripts may be required of the candidate selected for hire.

Open Until Filled

The University's benefits package is comprehensive and offers medical, vision and dental, free RTD pass, tuition reimbursement, as well as a life and supplemental insurance plans, retirement plans and other programs, such as accessto a long-term disability (LTD) plan.Visit MSU Denver'sbenefits websiteto learn more.

For a brief overview, please see: https://www.msudenver.edu/wp-content/uploads/2024/01/MSU-Benefit-Summary.pdf.

The University will provide reasonable accommodations to applicants with disabilities throughout the employment application process. To request an accommodation pursuant to the Americans with Disabilities Act, please contact the Human Resources ADA Coordinator at totalrewards@msudenver.edu.

Background Checks

Metropolitan State University of Denver is dedicated to ensuring a safe and secure environment for our faculty, staff, students, and visitors. To Assist in achieving that goal, we conduct background checks on all finalists for positions at the University prior to employment.

Metropolitan State University of Denver is a unique, access-oriented campus community that values diversity, equity, and inclusion in all its forms. Our student population consists of nearly 58% first generation students and over 50% students of color. We are a designated Hispanic Serving Institution located in downtown Denver.

We create an equitable learning and working environment in concert with individuals who consistently demonstrate commitment to equity and inclusion. We greatly value the diverse identities and perspectives of our students, faculty, and staff and recognize that in order to achieve a just and equitable society, diversity must go beyond simple representation. It requires critical inquiry and dialogue and a commitment to action. We strive to provide a culture of belonging for all community members to achieve personal and professional success.